If you love solutioning for enterprise Clients and want to change the way work works? This is your moment.
We're looking for a CCaaS Application Architect to be a pivotal part of our client's success. In this role, you will cultivate strong relationships with clients, gaining a deep understanding of their unique business and technical needs. Your expertise in Contact Center solutions and technical design will be vital in designing and engineering innovative solutions that effectively leverage our AI tools and integrate seamlessly with clients' CRM systems. Your Contact Center experience, combined with solid experience in Web Services technologies and languages such as JavaScript, HTTPS, SOAP, XML, JSON, WSDL, REST/Web Sockets, Security Protocols, and Networking, will enable you to communicate with internal and external stakeholders effectively.
As a recognized Subject Matter Expert (SME), you'll adeptly bridge the gap between technical and non-technical stakeholders, clearly articulating the operational impacts of technology decisions and their significance to business outcomes. You'll be responsible for managing key project initiatives, addressing digital transformation goals, and aligning with critical business priorities.
This critical position demands a deep understanding of enterprise architecture and development methodologies. You'll actively contribute to solutions, leveraging your expertise to tackle and resolve complex issues and process flows .
We're as proud of our working environment as we are of our market success. You'll find all the training, opportunity, and resources you could ever want here - with all the work/life benefits you expect, and none of the micromanagement. RingCentral regularly brings home Best Place To Work awards from locations all over the world, and outstanding company ratings on Glassdoor and Comparably!
RingCentral surrounds you with world-class technology and talent, in a people-first environment built from the ground up to help you do the best work of your career. We're not just changing the nature of communication and teamwork. We're winning, together.
To succeed in this role you must have experience in:
TECHNICAL
- Bachelor's degree in computer science, IT, Engineering or equivalent experience.
- 10+ years of experience with a minimum 5 years in an Architecture or Customer Engagement Consulting role
- Expertise in industry-leading contact center technologies
- Enterprise ACD, CTI, and IVR experience delivering multichannel solutions.
- Expertise in designing sophisticated and comprehensive Outbound dialers.
- Detailed understanding of one or more CRM applications
- Possesses a strong technical acumen in technical business solutions
- Strong Ability to communicate technically, problem-solve, and manage critical conversations
- Advanced ability to facilitate technical and business discussions
- Ability to discover and document customer outcomes and software requirements
- Consult on process, data, and object modeling in various application types and database environments.
- A solid understanding of B2B integrations, software, and integration design patterns.
- Software application development skills with experience using API RESTful / SOAP web services for application integrations and languages such as JavaScript, HTTPS, SOAP, XML, JSON, WSDL, REST/Web Sockets, Security Protocols, and Networking, will enable you to communicate with internal and external stakeholders effectively.
- Technical Expertise & Solution Delivery:
Provide expert-level knowledge in UCaaS and CCaaS, including IVR systems, email integrations, API integrations with CRM, and call flow design.
Understand Contact Center reporting, analytics, Quality Management, and Workforce Management solutions.
Provide technical guidance to PS Project. Provide technical guidance to PS Project Managers, Engineers, and customers.
Oversee the planning, design, and implementation of Contact Center projects, including Business Requirements Documents (BRDs).
- Ability to create and document a process flow diagrams
- Knowledge of all phases of SLDC, support of large-scale, business-centric, and process-based applications
BUSINESS
- Experience across multiple industry verticals
- Ability to establish and maintain strong customer relationships and to influence others to move toward a common vision or goal
- Track record of high customer satisfaction with technical aspect of projects or unique deep subject matter expertise in one or more disciplines
- Experience consulting with customers to perform an initial assessment, understand and document business objectives, discuss goals and strategize on how the contact center solution can be deployed to address customer needs
- Strong interpersonal writing, editing and presentation skills
BONUS EXPERIENCE:
- Contact center operational experience and understanding of contact center metrics and their analysis to identify improvement opportunity
- Previous experience with contact center workforce management, quality management or analytics systems
- In-depth knowledge of Telephony fundamentals including Carrier features, SIP, WebRTC
- InContact/CXOne experience, providing technical configuration for IVR specific to CXone Studio programming
